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What's going on with the customer support?

endlesslovingendlessloving Posts: 71
edited February 2021 in The Commons

Hi there, 

I am wondering what's going on with the DAZ support. 
I have submitted 3 tickets last week on Friday and I haven't gotten any response so far. 
I am quite disappointed about that. I spent hundreds of $$ in the store and I have some issues with products and feel kinda left alone with it. 
Not cool!

Does anybody know if they have tecnical issues or not enough support staff?

Warm regards,
Sebastian

Post edited by Richard Haseltine on

Comments

  • endlesslovingendlessloving Posts: 71
    edited February 2021

    I just read in the automated ticket response:
    "Please note, due to the COVID-19 pandemic, it can currently take 4-6 weeks for a response at this time."
    How is this justified? 4 to 6 weeks? Wow! It's really mind-blowing. I feel frustrated about this. 

    Post edited by endlessloving on
  • JVRendererJVRenderer Posts: 664

    I don't know if this makes you feel better, but I still have an open ticket from last August. I only received an automatic response. I ended up contacting the original creator of the product, eventhought it was a Daz Original. The creator was nice enough to resolve it for me. 

    Daz let you return any product that you're not satisfied with, You have 30 days to get a full refund.

    Some issues can be asked in the forums.

  • endlesslovingendlessloving Posts: 71
    edited February 2021

    JVRenderer said:

    I don't know if this makes you feel better, but I still have an open ticket from last August. I only received an automatic response. I ended up contacting the original creator of the product, eventhought it was a Daz Original. The creator was nice enough to resolve it for me. 

    Daz let you return any product that you're not satisfied with, You have 30 days to get a full refund.

    Some issues can be asked in the forums.

    Thanks for sharing about your experience!
    I really want to learn how to use all the products I have, so I guess I need to utilize the forum or try to get in touch with the sellers. 
    It looks like many sellers don't offer product support and oftentimes their documentation is either non-existing or the details provided are very minimal. 
    Is there a way to contact sellers through the store? I was looking for this possibility but so far I have only found a few "product support" links to forum posts of some seller's products. 
    It would be really nice if I could ask them sellers directly. 

    Post edited by endlessloving on
  • JVRendererJVRenderer Posts: 664

    endlessloving said:


    It looks like many sellers don't offer product support and oftentimes their documentation is either non-existing or the details provided are very minimal. 
    Is there a way to contact sellers through the store?

    Daz is not known for their documentations on products. Most vendors/PAs only offer some rudementary information about their products. My advice is to learn how to install and use Daz Studio thru online tutorials. I started using DS a little over 3 yrs ago and learned most of the basics from youtube videos.

    Part of the deal with PAs/Vendors and Daz is that Daz handles all the customer questions, so Daz doesn't disclose contact information of the vendors (which is a catch 22 situaltion LOL) I got lucky becuz I knew some vendors also sell at Renderosity, I was able to track them down over there.

    You can post your questions directly in the forums. Just make sure they're specicific and reasonable. Many of us do. Sometimes if a vendor is nice enough, he/she will help you out. More often or not even users like us can help you. You may not get an answer right away, but in my experience, you'll get a faster response than submitting a ticket.

  • LeanaLeana Posts: 12,758

    Daz handles support, that's part of the agreement vendors have with them.

    Some vendors are active in the forums, so you can contact them there. Otherwise there's no way to contact them directly.

  • endlesslovingendlessloving Posts: 71
    edited February 2021

    Leana said:

    Daz handles support, that's part of the agreement vendors have with them.

    Some vendors are active in the forums, so you can contact them there. Otherwise there's no way to contact them directly.

    Thanks for letting me know ! :-)

    Post edited by endlessloving on
  • endlesslovingendlessloving Posts: 71

    JVRenderer said:

    endlessloving said:


    It looks like many sellers don't offer product support and oftentimes their documentation is either non-existing or the details provided are very minimal. 
    Is there a way to contact sellers through the store?

    Daz is not known for their documentations on products. Most vendors/PAs only offer some rudementary information about their products. My advice is to learn how to install and use Daz Studio thru online tutorials. I started using DS a little over 3 yrs ago and learned most of the basics from youtube videos.

    Part of the deal with PAs/Vendors and Daz is that Daz handles all the customer questions, so Daz doesn't disclose contact information of the vendors (which is a catch 22 situaltion LOL) I got lucky becuz I knew some vendors also sell at Renderosity, I was able to track them down over there.

    You can post your questions directly in the forums. Just make sure they're specicific and reasonable. Many of us do. Sometimes if a vendor is nice enough, he/she will help you out. More often or not even users like us can help you. You may not get an answer right away, but in my experience, you'll get a faster response than submitting a ticket.

    Great advise! Thank you!
    I have bought some items on Renderosity as well but I think It's too much for me to hunt people down for their support ... haha
    I am learning a lot through tutorials as well.
    However, it makes sense to utilize the forum and hopefully I can also help out with some tips and tricks once I feel a bit more fammiliar with DAZ. 

  • JVRendererJVRenderer Posts: 664

    And if you want your questions answered faster, you can always join us at the Daz Slacker Discord (chat)
    There are some Daz Vendors there along with many Daz Studio users.

    ttps://discord.gg/hjGSPZW

  • endlesslovingendlessloving Posts: 71

    JVRenderer said:

    And if you want your questions answered faster, you can always join us at the Daz Slacker Discord (chat)
    There are some Daz Vendors there along with many Daz Studio users.

    ttps://discord.gg/hjGSPZW

    Awesome!!! Will check it out!

  • Richard HaseltineRichard Haseltine Posts: 108,072

    Moved to The Commons as it is not a Daz Studio question

  • CybersoxCybersox Posts: 9,278

    As has been reported many times, QC at DAZ has dropped considerably, and the way that the system is set up means that all of those problems are getting funneled into customer service.  To be fair, DAZ used to have great customer service, but over the last year they've been getting slower and slower to respond and resolutions and fixes, if there ever are any, are taking longer and longer.  Personally, I've stopped having refunds go to DAZ credit and now request refunds to my credit card instead, as that at least gives DAZ an incentive to try to earn back my money.   

  • ebergerlyebergerly Posts: 3,255

    I'm surprised at the number of complaints about customer support I've seen here. There response was "Please note, due to the COVID-19 pandemic, it can currently take 4-6 weeks for a response at this time.". 

    Are people not aware of what's been going on the last year and how many people and businesses have been devastated around the world? 

  • Catherine3678abCatherine3678ab Posts: 8,556
    edited February 2021

    Customer Support has also, recently, been very fast - like within hours, responding to things that need fast attention. For learning how to use the program the company has provided several video tutorials, some listed somewhere on this website - and many more even over at YouTube.com. Also several vendors and/or helpful folk have tutorial videos over at YouTube.com. It's a great place to find learning materials. One can also find playful otters :-)

    Aside from the staffing situations caused by COVID interrupting our lives, do also keep an eye on the weather stations. In some places there is NO electricity due to power outages cause by this massive winter storm.

    Post edited by Catherine3678ab on
  • SevrinSevrin Posts: 6,313

    ebergerly said:

    I'm surprised at the number of complaints about customer support I've seen here. There response was "Please note, due to the COVID-19 pandemic, it can currently take 4-6 weeks for a response at this time.". 

    Are people not aware of what's been going on the last year and how many people and businesses have been devastated around the world? 

    A lot of business, especially those selling online, have greatly benefited from the lockdowns, too. 

    Daz has reported that it has adjusted just fine to having people work from home.  My guess [SPECULATION} is that there have been a lot of new users whose inquiries about pretty basic stuff have helped to increase the delays.  Also, they might [SPECULATION] be having challenges with getting new  staff up to speed on QC and metadata best practices.

  • ebergerlyebergerly Posts: 3,255

    Sevrin said:

    ebergerly said:

    I'm surprised at the number of complaints about customer support I've seen here. There response was "Please note, due to the COVID-19 pandemic, it can currently take 4-6 weeks for a response at this time.". 

    Are people not aware of what's been going on the last year and how many people and businesses have been devastated around the world? 

    A lot of business, especially those selling online, have greatly benefited from the lockdowns, too. 

     

    True, but I think that those who've lost family members, friends, and/or co-workers might have a different view. I think this is a time for patience, tolerance, and respect for what others might be going through. Sadly, much of our society feels otherwise.   

  • fastbike1fastbike1 Posts: 4,078

    @endlessloving

    Not to mention the weather in the US the past couple of weeks.

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